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Glenroyd Medical aim to offer the highest standard of healthcare and advice with the resources available to the Practice. We are continually striving to improve our services and patient feedback is important to us. If you are unhappy with the services provided, please let us know, to enable us to investigate and resolve the situation amicably.
The Practice may receive a complaint made by, or (with his/her consent) on behalf of a patient, or former patient, who is receiving or has received treatment at the Practice, or where the patient is a child:
The period for making a complaint is normally:
The Practice Manager and Responsible Person, Dr S A Shearer has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner.
If you are unhappy with our services please let us know. Please address all complaints in writing to Stephanie Pixton, Assistant Practice Manager, Glenroyd Medical, Moor Park Health & Leisure Centre, Bristol Avenue, Blackpool FY2 0JG or alternatively, you may email your complaint to firstname.lastname@example.org
We shall aim to acknowledge your complaint within three working days and offer you the opportunity to meet face to face to discuss your concerns.
Your complaint shall be fully investigated by talking to the staff involved and taking any necessary actions.
If it is not possible to deal with your complaint within the period agreed, we shall write to you explaining the reasons for the delay.
In the first instance, we recommend that any complaints about primary care services are made to the practice following the above procedures. However, we do recognise that you may not always feel comfortable raising the complaint directly and for this reason you can submit your complaint in writing to:
PO Box 16738
Redditch B97 9PT
Tel: 0300 311 22 33 (Mon-Fri 8.00 - 6.00)
If you remain unsatisfied with our response, you can write to the Parliamentary and Health Service Ombudsman who are completely independent of the NHS. You can contact the Ombudsman as follows:
Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033 (Mon-Fri 8.30 - 5.30)
We ask you for information so that you can receive proper care and treatment. We keep this information, together with details of your care because it may be needed if we see you again. We may use information for other reasons, for example to help us protect the health of the public generally and to see that the NHS runs efficiently, planning for the future and training staff. Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone. Sometimes the law requires us to pass on information, for example, to notify a birth. The NHS Central Register for England & Wales contains basic personal details of all patients registered with a general practitioner. The Register does not contain clinical information. YOU HAVE A RIGHT OF ACCESS TO YOUR HEALTH RECORDS. EVERY WORKER FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL. You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it, in your and everyone's interest. Whenever we can, we shall remove details which identify you. The sharing of some types of sensitive personal information is strictly controlled by law. ANYONE WHO RECEIVES INFORMATION FROM US IS ALSO UNDER A LEGAL DUTY TO KEEP IT CONFIDENTIAL. The main reasons for which you information maybe needed are:
Our strategy is to encourage innovation and sustainability within social care to improve our efficiency, and effectiveness. We aim to improve quality as a result of our approach to monitoring and regulation.
“To maintain our position at the forefront of primary care and to offer the patients the highest standard of healthcare and advice within the resources available to the Practice. We are committed to ensure that all practice staff and Doctors are trained to the highest level and to provide an efficient and caring service to the patients”.
You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.
The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:
As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.
The Practice believes that its staff, patients and others have a right not to be subjected to any kind of harassment or abuse. In order to protect and support staff, patients or visitors from any unacceptable behaviour, the Practice reserve the right to take appropriate action. This can include
The purpose of this policy is to protect staff, patients relatives and visitors from any form of harassment or bullying.
ACCESS TO HEALTH RECORDSTo have access to your medical records, you must apply to the Practice Secretary in writing, via email or verbally.We will process applications for access received from patients, the parent/guardian of a child, a personal representative of a deceased patient or a person appointed to look after the affairs of a patient incapable of doing so personally.
Please click on the link below for information relating to Information Sharing
For more information please see Notices below:
Patient Privacy Notice
Website Privacy Statement
Privacy Notice - Research
For training and quality purposes all calls are recorded.
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